Peterson Cat has the immediate need for an experienced Field Service Dispatcher at our San Leandro, CA location.

SUMMARY

This position is responsible for coordinating the assignments of service technicians and materials to accomplish repairs done in the field and administration of related paperwork.

ESSENTIAL JOB FUNCTIONS

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign the functions to this job at any time due to reasonable accommodation or other reasons. Job functions include the following. Other duties may be assigned.

• Answer phone calls from customers and record all needed information for technicians to start repairs.
• Accurately open work orders in Dealer Business System (DBS) with information given by the customer and/or internal Product Support Sales Representative, including correct Purchase Order (PO) number or account number the job is charged to.
• Use Service Information System (SIS) to check if a machine has warranty or if there are any known issues with a customer’s serial number range that might help the technician with the machine repair.
• Collect Cash on Delivery (COD) from customers at end of jobs. Credit cards, checks, and sometimes cash.
• Use Varian for PO# for outside purchases in order to charge the right accounts.
• Use scheduler program to maintain a log of all field technicians’ location at any given time.
• Utilize vision link to help pre-plan repairs by determining the location of machines and review fault codes prior to dispatching a technician.
• Be on call, on a rotating schedule, to take after hour calls from customer that have equipment breakdowns and call technicians to go out and make repairs. Includes taking calls for other stores and making sure they are taken care of.
• Review timecards to make sure all time charged is in the correct segment / work order. Help enforce timecards and service reports being turned in on time.
• Help coordinate field service safety meetings & enforce company policy regarding safety. 
• Help with any questions involving work orders that may help with closing a job in a timelier manner.
• Maintain punctual, regular and predictable attendance

OTHER JOB FUNCTIONS

• Help technicians with parts and tooling.
• Check on when back ordered parts are coming in.

JOB SCOPE

This position serves in the capacity of the Field Dispatcher. General discretion and judgment are exercised routinely in the execution of job duties.  If errors in judgment or professional execution of responsibilities are made, the consequences to the to the Department can be significant.

INTERPERSONAL CONTACTS

Internal contacts include all staff and managers in the Business Unit.  Internal contacts consist of levels of positions in the company from business unit leaders to entry level positions. This position works closely with Service Management as well as other departments and regularly deals with employees and customers in exchange of information in person, writing, via telephone or by electronic transfer. Sensitivity is required in dealing with such information and decisions concerning the release or sharing of that information. External contacts consist of customers, visitors and vendors, CAT representatives, and new/existing customers.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, safely and in alignment with Peterson’s core values. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or GED; and a minimum of 2 years of directly related customer service experience, preferably in a heavy industrial environment; or an equivalent combination of education and work experience.

The pay rate for this position is:$34.00-$37.00 per hour (Starting wage will depend on experience and education. We also offer a total compensation package in addition to base salary.) 

A background in dispatching and/or heavy equipment/mechanical experience is preferred.